The player from Germany is experiencing some issues with bonus winnings, and the support is not being helpful. The casino admitted that the players winnings were debited by mistake, therefore they decided to refund the maximum winnings that the player could withdraw from this bonus.
Gioo Casino - Player’s winnings have disappeared.
Amount: €230
Gioo Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.6
Gioo Casino has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I got a no deposit bonus with 20 free spins at Gio. In which I won about 2.40 after a little play I managed to get 80 eur and then got a 150 eur picture, continued playing for some time and then a message came up that you had no more credit .. (I thought so was a false message and that I managed to implement it) so I logged off .. deleted the cockies and logged on again .. the problem persisted .. then i reported the problem to the support and said i would shortly send an email from the department received .. have now reported 6 times to customer support and only ever get the information that the department would contact .. (which I no longer believe after 2 weeks of waiting)
Automatic translation:
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2 years ago
Hello jacobarmin4,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please advise whether your winnings disappeared or stayed in the account? Would you be so kind as to post here a screenshot of the message that came up while you were playing?
Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
So this message came after another -log in- after I deleted the cockies .. of the first message that came during the game "credit used up" I unfortunately didn't take a screenshot ..
And yes, so the interim was about 230 or 228.70 then came the message as staged that my money was gone and then my account was at 0.00
Automatic translation:
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2 years ago
Thank you for your reply, jacobarmin4. We have been informed by the casino, that they have managed to find out what the issue was and that you agreed with the reimbursement of €20. Could you please confirm that we can consider this issue resolved? Or is there anything else we could help you with?
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2 years ago
Translation
Ne is ok .. even if I'm not completely satisfied with the outcome
Automatic translation:
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2 years ago
Thank you for your confirmation. As the casino credited back to you the amount that was the maximum cashout limit from this bonus, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
